ITS manages the UT Web publishing space and related tools and utilities to support Web publishers on campus. The UT Web LAMP solutions stack is suitable for static HTML pages as well as dynamic websites and applications. LAMP is an acronym for the open-source software packages that include: Linux, Apache, MySQL, and PHP. Read about the UT Web technical specifications.

The following forms are available only to active university faculty and staff members.

Web publishing on UT Web is available for experienced developers in colleges, schools, and departments that need to create websites that require Unix-based technologies such as PHP or CGI scripting. Colleges, schools, and departments may provide hosting space to their community members. All users must have a current UT affiliation to log in to the service.

UT Web users must have experience using Unix-based web technologies such as HTML, PHP, and Apache, and are required to be able to manage files using the Unix command line, SSH or SFTP tools. All UT Web users are expected to know and comply with university standards and policies, specifically those listed at https://wikis.utexas.edu/display/utweb/User+Responsibilities.

This document defines the service level agreement for the UT Web shared hosting environment.

Service Description

UT Web is the replacement service for Web Central and will be taking the place of the university's primary Web server and publishing environment. UT Web is designed to operate in a similar fashion to Web Central as a shared Web hosting platform that provides Web publishers the ability to design, build, and deploy web content and applications.

UT Web is classified as a critical service.

Intended Users

External users are students, faculty, staff, parents, the press, and the public at large. External users are able to view publicly accessible content at all times.

Internal users for UT Web are staff, faculty, and personnel from university colleges, schools, and departments who act as web publishers for the university.

For internal UT Web users, the minimum recommended operating system and client software requirements are any system that allows SSH of SFTP connections to a Unix-based operating system as well as VPN access to the UT campus network.

Technical Support

Both Tier 1 and Tier 2 technical support is available during normal business hours, 8 a.m. - 5 p.m., to handle routine requests. Urgent after-hours support is available to internal users for website outages or other issues that require immediate attention.

All requests for technical support will be logged using the ITS centralized ticketing system or issue-tracking tool. External users should start with Tier 1 technical support. Internal users should start with Tier 2.

Tier 1

Any user can call the UT Service Desk at 512-475-9400. External users should send an email message to the UT Service Desk at help@its.utexas.edu, which will create a support ticket. Routine requests are typically addressed within one business day. The UT Service Desk may escalate issues to Tier 2 staff.

Tier 2

Any user can call the UT Service Desk at 512-475-9400. Internal users may send an email message to web@utexas.edu for service requests that do not require immediate attention to reach Tier 2 support directly.

Urgent Support for Internal Users

For website outages and other issues requiring immediate attention (less than 4 hours), internal users should send an email message to web@utexas.edu and follow up with a phone call to the UT Service Desk at 512-475-9400 to ensure proper escalation of the ticket.

For urgent after-hours support, internal users may call the University Data Center (UDC) Operators at 512-471-0007 for escalation to the appropriate staff.

During IT or emergency outages where UT Web is offline, internal users of the Off-campus Emergency Website should call the University Data Center (UDC) Operators at 512-471-0007 for site access or server issues, and follow up with an email message to the website administrator email list. If the UDC Operators cannot resolve the issue, they will escalate to the appropriate staff.

Maintenance

ITS will notify customers about both scheduled and unscheduled maintenance using the Alerts and Outages page or internal-user distribution lists. Services may not be available during maintenance periods. ITS will notify external users using a maintenance notification on the website.

Scheduled Maintenance: Beginning December 15, 2015, scheduled maintenance may occur weekly on Tuesdays from 8 p.m. to 10 p.m., and from 8 a.m. to Noon on the second Saturday of each month. Additional maintenance for specific needs may be scheduled outside the periodic maintenance windows. Scheduled maintenance is announced on the Alerts and Outages page.

To the maximum extent possible, installation of service, application, and security updates will be performed during scheduled maintenance.

Unscheduled maintenance tasks that require service downtime will be announced as soon as possible on the Alerts and Outages page and to internal users via internal-user distribution lists.

Change Notification: ITS will notify the university community of service availability and service delivery issues for UT Web via the Alerts and Outages page.

ITS will notify the university community of service change notifications; the IT Architecture & Infrastructure > Web Technologies & Infrastructure Subcommittee oversees service changes via ITS distribution lists.

agree to comply with the standards set by the Information Security Office for storing and publishing data on UT Web.

agree to comply with other university Campus IT Policies, where applicable.

should be familiar with the university's Minimum Security Standards for Applications Development and Administration and Secure Web Application Coding Guidelines when developing Web applications on UT Web.

agree to limit storage usage to 10 GB per site for the benefit of all UT Web users. In the event storage usage is expected to exceed 10 GB, please contact the UT Web team at web@utexas.edu to discuss available options.

agree to responsibly use shared resources. ITS reserves the right to disable access to a site without prior notice in the event it is suspected/determined to be having an adverse impact on the service.

agree to a site review by the UT Web team prior to a custom domain being configured for use with UT Web.

agree to a security assessment by the ISO prior to a custom domain being configured for use with UT Web.

agree to being responsible for requesting site and user de-provisioning when the site or developer account are no longer needed.